Casino Talks

Posted by: Dave R at July 28, 2000, 6:25 pm

Topic: UK bookmaker now owns Acropolis/Avalon Forum: Winner Online

I would like to introduce myself to you. My name is Romain and I am the
Customer Service Manager for Stanley Leisure in Malta.

I received your e-mail and would like to respond to each of your questions.

1) We do have an ongoing Bonus/Comp award system whereby we evaluate a
players game-play intermittently and award comps based on the level of that
play.
2) We have opened a new customer service office in Malta which is
manned by Customer Service Staff 24 hours a day seven days a week. The
correct number to dial is (+356) 499224. The number on the web shall be
updated soonest possible. As far as the person's comments placed on the
message board for www.winnerinline.com, I can only reply by advising
current standard security procedures put into place when processing a
first-time charge on a credit card. In order to fight credit card fraud and
protect our customers, all credit card details are erified with the
issuing banks and this usually takes between 30 to 45 minutes providing the
banks are open at the time the deposit request is mailed by the customer.
There is practically ery little our Customer Service staff can do to
speed-up the process simply because we depend on the processing banks at
this stage. After the first successful transaction, credit card requests
would be handled instantaneously.
3) We have taken note of your request for a toll-free number and
should we have one available, we will mail this information out to our
customers.
-> How soon do you reply to a client's email?
4) This really depends on the nature of the customer's request. If it
is a simple request, an answer will usually follow within the next 5
minutes. If it requires management attention, then a reply shall follow
within 24 hours. Likewise, if it involves the accounting staff, a response
will also follow within 24 hours and if further action is needed you will
be notified then that a further reply will be issued with the next few days.
5) Yes, our operation is still under license from Dominica.
6) Credit card withdrawal requests are handled on the same day
received. Our Customer Service Staff will advise you ia e-mail the method
by which each withdrawal request will be processed. Current procedures
placed by Stanley Leisure reflect Banking arrangements necessitating
withdrawal amounts to be credited back to the players credit card account
in the denominations of the original credit card charges up to and not
exceeding the total amount charged. The balance of the withdrawal request
will be sent ia check and currently, this process takes between five and
six working days from request to receipt. Although withdrawal requests are
processed instantaneously, Banks do tend to hold-on to the funds for four
or five working days before processing and crediting the credits to the
customers credit card account. Similarly, when our customers request a
deposit the Bank removes the funds from the customer's credit card account
immediately but we will however not receive the funds for several working
days. All transactions are in US$ and all checks that you will receive will
be in US$
7) Yes we do keep an audit trail on every single bet. This information
would be available to you however owing to the olume of information
concerned, we can only forward a 48-hour period of play per request.
8) Stanley Leisure ery recently acquired Acropolis Casinos from its
original management. We have undertaken to upgrade all systems including
banks, games, customer service etc., we are nearing completion of this task
and have an extensive marketing campaign planned. A firm start date of this
campaign has yet to be established but this will be done within the next
month to a month and half.
9) Intermediainc.com is still updating our software. At this time the
average transaction processing time is around 60 seconds. Again we have
used manual credit card processing to reduce fraud but consistently
revisiting automated credit card processing for advances in security.

A new web site is being designed as we speak and announcements will be made
regarding future plans regarding Crockford's branding.

As far as any queries you may have, I ask you not to hesitate to put these
forward to my staff. Should you require any further clarifications, you can
always ask for your mail to be forwarded on to me for personal handling of
you concerns.

Good Gaming
Romain G.
Customer Service Manager.

[This message has been edited by Dave R (edited 07-28-2000).]

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